Operator Services - Switchboard

Yale New Haven Health • Bridgeport, CT

3d

About The Position

Provide the 24/7 communication link between physicians, hospital personnel, patients, and visitors. The associate uses internal and external communications networks, including computer systems for patient information, answering service, on-call schedules, and directories; a computerized attendant console; and paging terminals. Duties include processing incoming and outgoing calls and physician answering-service calls, handling Emergency Life Safety codes, monitoring and reporting alarms, and paging through voice and radio systems. The associate also types and retrieves messages using computers.

The position requires flexibility to work weekdays, evenings, nights, weekends, and holidays as needed, and to support all Health System locations, including YNHH, BH, and GH. The associate may be required to staff one or more YNHHS call centers and travel between call centers as necessary. Reliable transportation is required, and the associate is expected to report to work during major weather events. Adherence to the hospital dress code is required.

Requirements

• High school graduate or GED.
• Experience using computers in an office environment.
• Ability to type at least 35 words per minute.
• Ability to function successfully in a team and work alone competently while supporting all aspects of the position.
• Excellent decision-making and customer service skills.
• Ability to concentrate and distinguish colors and shades, visual cues, and variations in audible alerts and alarms.
• Ability to speak clearly with accurate pronunciation and an exceptional command of the English language.
• Ability to use a headset-style answering device on or in the ears.
• Reliable transportation and ability to report to work during major weather events.
• Ability to travel to different call centers as necessary.
• Ability to perform essential job functions with or without reasonable accommodation.

Nice To Haves

• Experience answering telephones in a high-call-volume environment.
• Knowledge of Cisco and Spok software.

Responsibilities

• Process Emergency Life Safety codes: answer the code line on the first ring, page appropriate personnel according to department policy without exception, complete the code procedure within 30 seconds, and document codes as instructed.
• Answer and process calls accurately, including handling 60–80 calls per hour with 95–100% accuracy, documenting caller requests for paging, using call-processing software and hardware, making audio pages and announcements, and processing calls according to established procedures within 15–30 seconds.
• Demonstrate courteous and positive customer relations with patients, the public, medical staff, and hospital employees; maintain professionalism under duress and reliable, ethical work habits.
• Manage pagers by using the vendor portal to execute exchanges, updating databases, and ensuring cost center, name, and department information is correct.
• Maintain on-call schedules for hospital personnel, completing assigned schedules by the first day of the assigned month with 100% accuracy and following schedules accurately.
• Perform related departmental duties as needed or assigned, accurately and completely.
• Monitor and report alarms and quickly reset alarms, computers, and UPS systems located throughout the Operator Services location.
• Support all Health System locations and, as necessary, staff and travel to different call centers.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED